Services
Two focused services. One accountable delivery model.
Sales Development Operations and Customer Support Operations are our two core services. Across both, tooling, AI, training, quality management and senior oversight strengthen delivery.
Core service 01
Sales Development Operations
Turn outreach into a managed operation.
We define or sharpen your ICP and outreach strategy, source the right leads, set up the tools and playbooks, and run multichannel outreach across email, LinkedIn and phone.
The delivery team identifies and qualifies interest, books discovery calls and demos, documents activity in the CRM and hands each opportunity to your account executives. Closing support can be discussed separately for selected engagements.
How delivery works
At the start, we align on target markets, ICP, qualification criteria, messaging approvals, CRM stages and the handover to your Account Executives. We then prepare data sources, tool access, sequences, scripts, onboarding and launch controls.
In the daily operation, the team executes the agreed outreach, records activity and context in the CRM, reviews quality with the senior lead and improves targeting and playbooks from client feedback. Commercial ownership transfers to your team at the agreed handover point.
Capabilities
- ICP, targeting and lead sourcing
- Tool setup and integration
- Email, LinkedIn and phone outreach
- Sequences, scripts and playbooks
- Qualification and meeting booking
- CRM documentation and handover
- Training, coaching, QA and reporting
Core service 02
Customer Support Operations
First-line support designed around your customers.
We design or improve the knowledge base, SOPs, response templates and escalation paths, then run first-line support across phone, email and chat.
The team resolves standard requests, triages issues and escalates them with clear context. Second-level support can be assessed separately depending on the project.
How delivery works
At the start, we map channels, recurring request types, knowledge sources, response boundaries, ticket routing and escalation ownership. We then configure or integrate the required tools, structure the knowledge base and templates, train the team and test the workflows before launch.
In daily delivery, the team resolves standard requests, documents context, escalates defined cases and flags knowledge gaps. Approved updates flow back into SOPs, templates and the knowledge base so quality improves without expanding the team's decision authority.
Capabilities
- Knowledge base and process design
- Phone, email and chat support
- Ticket handling and triage
- Templates and escalation workflows
- Training and onboarding
- QA, reporting and continuous improvement
Across both services
Shared operating layer
These layers are not separate services. They run underneath both operations and are defined before launch.
Before launch, we agree approved tools, individual scoped access, data handling, escalation paths, human review and the client rhythm. These controls are tailored to the engagement; they are operating principles, not a certification claim.
- Senior leadership
- Named senior lead, project governance, coaching and client alignment.
- Talent
- Project-specific selection from established partner and talent networks.
- Tools
- Setup or integration with the client's existing stack.
- AI
- Support for research, preparation, documentation, knowledge and quality review.
- Quality
- Playbooks, onboarding, QA, reporting and continuous improvement.
- Human oversight
- People remain responsible for conversations, decisions and escalations.
How we engage
Engagement models
- 01
Managed delivery
Primary model
The client outsources a defined operation; ScalePoint Ops manages it end to end.
- 02
Dedicated team
Option
A project-specific team with clear roles and senior leadership.
- 03
Fractional capacity
Option
Part-time capacity where the scope supports a stable operating rhythm.
- 04
Build, Train & Handover
Secondary option
Build and train a team that can later transition to the client.
Engagements are typically designed for a minimum operating period of six months.
Delivery is available in English and German and aligned with European business hours. Extended hours may be agreed for suitable engagements.
Next step
Which operation should we build or take over?
Tell us about the process, current setup and outcome you need. We review every enquiry personally and reply by email.